Job summary
The Operational Oversight and Optimisation Lead will be responsible for introducing and embedding a new function across NHSBSA Operational Directorates with the purpose of identifying and facilitating improvements across the organisation. The function will provide senior leaders including the Chief Operating Officer (COO), Operational Directors and Heads of Service (HoS) with a robust, centralised source of accurate management information and provide detailed insights and recommendations to drive improvements. Working within the Operational Integration and Optimisation (OI&O) Team, the Lead will oversee the collation, assurance and maintenance of data across a wide range of metrics that impact the overall health of Operational Services. The insights from the team's activities will be utilised in each Service Board attended by Operational Directors and senior leaders from NHSBSA enabling Directorates to inform decision making to enhance performance and identify where best practices can be shared.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working (we are happy to discuss options such as compressed hours)
- Hybrid working model (we are currently working largely remotely)
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts!
Main duties of the job
Strong stakeholder engagement skills will be required to establish and oversee this dynamic function; the Lead will be required to prioritise team activities in line with the requirements of the senior leadership of Operations. The Lead will liaise with these stakeholders to define, prioritise and implement the continuous improvement and development of the function, and collaborate with a network of colleagues within Operations and enabling Directorates to achieve these objectives. Strong communication and presentation skills are essential in order to relay the team's findings from multiple sources to a variety of audiences. The Lead will be responsible for managing the performance of the Operational Oversight and Optimisation team members both directly and via matrix management arrangements with NHSBSA enabling Directorates. Proactively ensuring that sufficient resources are deployed efficiently to achieve team objectives.
About us
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives.
We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.
As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job description
Job responsibilities
In this role, you are accountable for1. Define, develop, iterate and lead the Operational Oversight and Optimisation function to identify and drive improvements across NHSBSA Operational Directorates.2. Oversee the development, maintenance, and continuous improvement of Operational Oversight tools and processes that identify, analyse and track performance, gather and translate data into insightful intelligence, and identify risks, dependencies, and optimisation opportunities.3. Oversee the collation and assurance of performance data from a wide range of metrics and provide insightful narrative for inclusion in Service Boards across Operations.4. Oversee the administration and governance of Operational Service Boards.5. Establish and maintain strong relationships with senior colleagues across the organisation to support collaboration on Oversight and Optimisation initiatives and sharing of best practice.6. Lead engagement efforts with operational and enabling Directorates to promote knowledge sharing and alignment.7. Oversee the analysis of complex datasets to identify trends, inefficiencies, and opportunities for service improvement at an Operational, Directorate and Service level.8. Ensure Oversight and Optimisation activities are effectively monitored, measured, and reported through insightful narratives to support tactical and strategic decision-making.9. Lead large-scale Operational Oversight and Optimisation initiatives, ensuring smooth delivery and long-term impact.10. Embed Change Management principles within Oversight and Optimisation activities to drive sustainable improvement.11. Ensure alignment of Oversight activity with NHSBSAs strategic priorities, and operational business planning and that it delivers measurable benefits.12. Ensure robust and continuous improvement for the reporting of Oversight and Optimisation insights and intelligence gathered from across directorates.13. Ensure governance and transparency of all reporting mechanisms in alignment with internal controls and compliance requirements.14. Provide COO, Operational Directors and HoS with data-driven intelligence, insight, and strategic recommendations.15. Ensure reporting is timely, accurate, and supports meaningful strategic conversations.16. Establish and maintain a high-performing team culture that promotes curiosity, collaboration, innovation, and continuous learning.17. Provide direct line management of the Oversight and Optimisation Coordinator and matrix managed team members assigned to the team, supporting performance and development.18. Collaborate with senior enabling partners to align priorities and resources in support of Oversight and Optimisation objectives.19. Lead effective stakeholder engagement at all levels to support strategic alignment and collaborative delivery.20. Promote and benchmark NHSBSAs Operational Oversight model through internal and external engagement.21. Proactively ensuring that the Oversight and Optimisation function holds sufficient skills and job roles required to achieve team objectives.
In addition to the above accountabilities, as post holder you are expected to.1. Undertake additional duties and responsibilities as required, aligned with the strategic purpose of the role and agreed with your line manager.2. Demonstrate NHSBSA values and core leadership capabilities, acting as a role model for high standards of behaviour, collaboration, and performance.3. Foster an inclusive, safe, and supportive working environment that promotes the health, well-being, and professional growth of yourself and others.4. Champion a culture that values diversity, equality, and inclusion, ensuring that all voices are respected and represented.5. Comply with all relevant NHSBSA policies, procedures, and governance frameworks, upholding integrity and accountability in all aspects of your work.
Job description
Job responsibilities
In this role, you are accountable for1. Define, develop, iterate and lead the Operational Oversight and Optimisation function to identify and drive improvements across NHSBSA Operational Directorates.2. Oversee the development, maintenance, and continuous improvement of Operational Oversight tools and processes that identify, analyse and track performance, gather and translate data into insightful intelligence, and identify risks, dependencies, and optimisation opportunities.3. Oversee the collation and assurance of performance data from a wide range of metrics and provide insightful narrative for inclusion in Service Boards across Operations.4. Oversee the administration and governance of Operational Service Boards.5. Establish and maintain strong relationships with senior colleagues across the organisation to support collaboration on Oversight and Optimisation initiatives and sharing of best practice.6. Lead engagement efforts with operational and enabling Directorates to promote knowledge sharing and alignment.7. Oversee the analysis of complex datasets to identify trends, inefficiencies, and opportunities for service improvement at an Operational, Directorate and Service level.8. Ensure Oversight and Optimisation activities are effectively monitored, measured, and reported through insightful narratives to support tactical and strategic decision-making.9. Lead large-scale Operational Oversight and Optimisation initiatives, ensuring smooth delivery and long-term impact.10. Embed Change Management principles within Oversight and Optimisation activities to drive sustainable improvement.11. Ensure alignment of Oversight activity with NHSBSAs strategic priorities, and operational business planning and that it delivers measurable benefits.12. Ensure robust and continuous improvement for the reporting of Oversight and Optimisation insights and intelligence gathered from across directorates.13. Ensure governance and transparency of all reporting mechanisms in alignment with internal controls and compliance requirements.14. Provide COO, Operational Directors and HoS with data-driven intelligence, insight, and strategic recommendations.15. Ensure reporting is timely, accurate, and supports meaningful strategic conversations.16. Establish and maintain a high-performing team culture that promotes curiosity, collaboration, innovation, and continuous learning.17. Provide direct line management of the Oversight and Optimisation Coordinator and matrix managed team members assigned to the team, supporting performance and development.18. Collaborate with senior enabling partners to align priorities and resources in support of Oversight and Optimisation objectives.19. Lead effective stakeholder engagement at all levels to support strategic alignment and collaborative delivery.20. Promote and benchmark NHSBSAs Operational Oversight model through internal and external engagement.21. Proactively ensuring that the Oversight and Optimisation function holds sufficient skills and job roles required to achieve team objectives.
In addition to the above accountabilities, as post holder you are expected to.1. Undertake additional duties and responsibilities as required, aligned with the strategic purpose of the role and agreed with your line manager.2. Demonstrate NHSBSA values and core leadership capabilities, acting as a role model for high standards of behaviour, collaboration, and performance.3. Foster an inclusive, safe, and supportive working environment that promotes the health, well-being, and professional growth of yourself and others.4. Champion a culture that values diversity, equality, and inclusion, ensuring that all voices are respected and represented.5. Comply with all relevant NHSBSA policies, procedures, and governance frameworks, upholding integrity and accountability in all aspects of your work.
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- Significant organisational skills to be able to lead and or manage through others a wide variety of complex work at any one time.
- Essential to hold a holistic view of performance at an Operational, Directorate and Service level and their users so that the implications of change from all viewpoints can be understood.
- Significant knowledge of high-volume multi-channel services.
- Excellent IT skills.
- Significant experience of delivering excellent written and verbal communication, presentation and influencing skills to the most senior audiences across Operations.
- Significant demonstratable experience of leading teams to adopt a flexible resilient attitude to adapt to changing priorities.
- Actively seeking better ways of working and encourage innovation in others.
- Have a strategic mindset and able to appropriately challenge and influence senior stakeholders.
- Significant experience of achieving excellence through people and performance management.
- Significant experience of negotiating, inspiring and motivating others.
- Significant experience of defining and delivering business goals and objectives within set timescales.
- Is personally effective, displaying a positive and logical approach to problem solving.
- An analytical and strategic thinker.
- Confident in managing risk, handling sensitive and high-profile issues.
- Strong communicator, with ability to liaise with colleagues at all levels.
- Extremely flexible and adaptable to meet deadlines.
- Strong ability to work as part of a team or independently.
- Adaptable and willing to learn new skills.
Desirable
- In depth knowledge of NHSBSA Services.
- Project/change management experience e.g., Agile/Prince/LEAN business process improvement.
- Report Writing Skills.
Experience
Essential
- Significant Experience of influencing senior stakeholders, forming and maintaining positive relationships.
- Significant line management experience both directly and via matrix management relationships.
- Substantial experience of working to support high volume customer facing services.
- Significant experience of communicating complex information to varied senior stakeholders.
- Significant experience of using Change Management and implementation techniques.
- Significant Stakeholder engagement expertise.
- A catalyst and leader in a changing environment, harnessing other to embrace transformation.
- Experience of collaborating effectively across all parts of a complex organisation at a senior level.
- Extensive experience of building effective working relationships with a wide range of internal stakeholders to maintaining relationships.
- Extensive experience of working at a senior level, able to recognise direction and implications of policy and the potentially competing priorities/interests.
- Significant experience of prioritising team activities to achieve key objectives.
Desirable
- Significant experience on leading multi-disciplinary teams.
- Significant experience of user centric service design principles.
- Broad understanding of the NHS and related policies.
- Significant stakeholder/relationship engagement.
Qualifications
Essential
- Educated to degree level or significant relevant experience.
Desirable
- Significant in-depth relevant experience of customer service facing operations, either from a customer facing or support perspective.
- Change Management certification.
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- Significant organisational skills to be able to lead and or manage through others a wide variety of complex work at any one time.
- Essential to hold a holistic view of performance at an Operational, Directorate and Service level and their users so that the implications of change from all viewpoints can be understood.
- Significant knowledge of high-volume multi-channel services.
- Excellent IT skills.
- Significant experience of delivering excellent written and verbal communication, presentation and influencing skills to the most senior audiences across Operations.
- Significant demonstratable experience of leading teams to adopt a flexible resilient attitude to adapt to changing priorities.
- Actively seeking better ways of working and encourage innovation in others.
- Have a strategic mindset and able to appropriately challenge and influence senior stakeholders.
- Significant experience of achieving excellence through people and performance management.
- Significant experience of negotiating, inspiring and motivating others.
- Significant experience of defining and delivering business goals and objectives within set timescales.
- Is personally effective, displaying a positive and logical approach to problem solving.
- An analytical and strategic thinker.
- Confident in managing risk, handling sensitive and high-profile issues.
- Strong communicator, with ability to liaise with colleagues at all levels.
- Extremely flexible and adaptable to meet deadlines.
- Strong ability to work as part of a team or independently.
- Adaptable and willing to learn new skills.
Desirable
- In depth knowledge of NHSBSA Services.
- Project/change management experience e.g., Agile/Prince/LEAN business process improvement.
- Report Writing Skills.
Experience
Essential
- Significant Experience of influencing senior stakeholders, forming and maintaining positive relationships.
- Significant line management experience both directly and via matrix management relationships.
- Substantial experience of working to support high volume customer facing services.
- Significant experience of communicating complex information to varied senior stakeholders.
- Significant experience of using Change Management and implementation techniques.
- Significant Stakeholder engagement expertise.
- A catalyst and leader in a changing environment, harnessing other to embrace transformation.
- Experience of collaborating effectively across all parts of a complex organisation at a senior level.
- Extensive experience of building effective working relationships with a wide range of internal stakeholders to maintaining relationships.
- Extensive experience of working at a senior level, able to recognise direction and implications of policy and the potentially competing priorities/interests.
- Significant experience of prioritising team activities to achieve key objectives.
Desirable
- Significant experience on leading multi-disciplinary teams.
- Significant experience of user centric service design principles.
- Broad understanding of the NHS and related policies.
- Significant stakeholder/relationship engagement.
Qualifications
Essential
- Educated to degree level or significant relevant experience.
Desirable
- Significant in-depth relevant experience of customer service facing operations, either from a customer facing or support perspective.
- Change Management certification.
